Collections Assistant Manager

State Employees Credit Union of New Mexico

Santa Fe (NM)

On-site

USD 56,222 - 70,262

Full time

14 days+

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Benefits offered by this job

Highly competitive benefits package

Job summary

State Employees Credit Union of New Mexico is seeking a Collections Assistant Manager in Santa Fe. This role involves supervising the collections team, managing delinquent accounts, and ensuring compliance with financial regulations. The ideal candidate possesses strong leadership abilities and excellent communication skills.

This position offers a competitive benefits package and requires on-site work only. Candidates should have a Bachelor’s degree and at least 5 years of experience in collections.

Qualifications

5+ years of experience in collections or credit management.
Experience supervising staff and leading teams.
Knowledge of FDCPA and consumer protection laws.

Responsibilities

Supervise and mentor a team of collections agents.
Monitor delinquent accounts and take appropriate action.
Ensure compliance with regulatory requirements.

Skills

Advanced knowledge of lending products

Strong leadership and team management

Excellent verbal and written communication

Proficient in Microsoft Office Suite

Decision-making skills

Education

Bachelor’s degree in Business Administration, Finance, or related

Tools

Collections systems

Job description

Position Title

Collections - Assistant Manager

Reports To

Collections Manager

Supervises

Yes

Job Status

Exempt

Job Grade

Grade 11: $56,222.40 - $70,262.40 Targeted Pay

Work Location

On-site only; remote work is not available at this time.

Job Summary

This employee is responsible for overseeing and managing our collections team. Reporting directly to the AVP of Collections, the Collections Supervisor will lead a team of collections specialists, ensuring the efficient and effective collection of delinquent accounts. This role requires strong leadership, excellent communication skills, and a deep understanding of financial regulations to maintain the credit union's financial health while delivering exceptional service to our members.

The position supports the AVP/Collections by supervising daily collection activities, managing delinquent accounts, and developing strategies to minimize future loan losses.

All employees of State Employees Credit Union are proactive, result‑driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Duties / Responsibilities

Supervise, mentor, and develop a team of collections agents to ensure optimal performance and professional growth. Provide coaching, feedback, and training to improve individual and team productivity.
Collaborate with the AVP/Collections to develop and implement collections strategies aimed at reducing delinquency, improving recovery rates, and achieving overall department goals.
Monitor the aging report to identify delinquent accounts and take appropriate action to resolve overdue balances, ensuring compliance with the credit union's policies, procedures, and regulatory requirements.
Assist members in resolving account issues while maintaining a fair and empathetic approach.
Ensure all communications with members are professional, respectful, and in compliance with all relevant regulations. Address member inquiries, disputes, and payment arrangements to maintain positive relationships and foster member loyalty.
Maintain a strong understanding of federal, state, and local regulations related to collections, including the Fair Debt Collection Practices Act (FDCPA) and other consumer protection laws, and ensure team adherence to all compliance requirements.
Resolve complex or escalated accounts, including high‑risk or high‑priority members, negotiating payment plans or settlements while maintaining a high level of service.
Prepare and submit regular reports to the AVP/Collections on key performance indicators (KPIs), collection progress, trends, and challenges. Provide data‑driven recommendations to improve collections processes.
Work closely with other departments to ensure effective resolution of accounts and alignment on organizational goals.
Stay current with industry trends and regulatory changes, recommending improvements to the collections process and systems to enhance operational efficiency and service.
Perform other duties as assigned.

Required Skills / Abilities

Advanced knowledge of lending products, services, and the collections process.
Knowledge of state and federal regulations such as the FDCPA, HIPAA, and other consumer protection laws.
Strong leadership and team management abilities, with a proven track record of motivating and developing a team to achieve and exceed performance targets.
Excellent verbal and written communication skills, capable of resolving issues in a tactful and professional manner.
Ability to assess complex financial situations and provide strategic solutions to improve collections outcomes.
Experience handling legal collection matters, bankruptcies, and repossessions.
Proficient in Microsoft Office Suite (Excel, Word, Outlook) and collections systems.
Strong decision‑making skills with the ability to handle challenging situations while maintaining a positive member experience.
Ability to multitask in a fast‑paced environment while meeting deadlines.
Demonstrate patience, tact, enthusiasm, and a positive attitude toward all members and the general public.
Leadership role expectations: participation in company meetings, community events, and similar engagements as ambassadors to the organization and its mission, including weekends and evenings as announced.
Job‑related travel – as required.

Education / Experience

Education or experience equivalent to a Bachelor’s degree in Business Administration, Finance, or a related field, plus 5+ years of progressively responsible experience in collections, credit management, or a related field.
Experience supervising staff and leading teams.
Experience in a credit union or financial institution is preferred but not required.

General Requirements

Work in a safety‑conscientious manner ensuring safe practices to avoid risk to self or others in the workplace.
Adhere to the Drug‑Free Workplace policy.
Comply with company policies, procedures, and local, state, and federal regulations.

Physical Requirements